Yousuf Manya was extremely helpful! He was incredibly patient and straight to the point, which I really appreciated.

Yusef had the patience of a saint while he helped me buy a phone and transfer data from my old one. He was super knowledgeable at solving some of the security problems that weren't easy and had great customer skills. He represents the TMOBILE brand well. I'll be back with my Apple Watch soon as I know that he'll be a big help. Thanks and best wishes read more

I bought three phones and the manager heard me saying that I was going to order screen protectors for the phones before we used them. He told me he could give a screen protector dollars each and that I could replace it at any time. I did it and a month later I needed replacement and they said I needed to buy a protection plan which is 18 dollars a month for each phone and then they can do it. Im that's is just awful. Nobody told me that when I bought the screen protector. It's not ok when they sell you stuff without telling you everything you need to buy so it can work. I would not recommend this store since they are not trustworthy . read more

I came to this store on Sunday Oct 30, 2022 at about 12 noon to buy a USB to C charging cord for my Android phone. I forgot mine in Arizona. There were two employees. They were both helping someone when I walked in but they finished soon after I got there. One employee went to the back to get what I wanted cos it was not hanging on the wall. Belkin brand, cost $24,96. I never bought one before but said to the employee if I found it cheaper at Best Buy, I was gonna come back and return this one. He said it would be about the same price at Best Buy. When I got to Best Buy (at the next corner), their BB brand was only $6.95. So at 1:30 I was back at T-Mobile to get my money back for the outrageious price I paid for it. Both salesmen were helping two couples buy a phone. There were two ladies standing in line in front of me. Long story short, after 30 minutes,, nothing changed, the same people were all in the same places. The first lady in line, went and told something to the saleman and left, probably didn't wanna wait anymore. I woulda waited even LONGER THAN 30 MIN JUST TO RETURN SOMETHING, but the employee who just sold it to me, knew why I was there, and broke off from the couple he had been with for longer than 30 min, to attend to my return. Of course the lady in front of me, protested that I was behind her. He replied, "I am helping you RIGHT NOW!", so she said nothing. And he did help her, while processing my credit card. He muttered that several people were sick. I had already said out loud that I was giving this store a 1 star review, due to having to wait 30 min just to process a return, and I was already writing the review while standing in line. The one star is not about the employees, but I feel the district manager should be standing there helping if people were sick. I don't know where he was that Sunday. Also the employees get sales commissions and they make more money spending all that time with the two couples, to secure their commission, cos they were buying phones and subscription service, than making -0- commission to process my return., Hope management sees this review. read more

Fraud! This store opened an unauthorized t-mobile account for my mother when she attempted to redeem a Free Tuesday promo. They sent her a code through text/email and then told her it was necessary in order for her to redeem the promo. In reality they used that code to sign my elderly mother for services she did not request and was unaware of. Crystal and Manny both refused to provide the district managers name or number. When pressed, they provided a fake email address. Both employees were in on the fraud, and extremely rude and disrespectful. Manny was terribly sarcastic and arrogant, he was incredibly bold with his level of deception and absolutely shameless and unethical. I have had to report them to the FCC, BBB, SD District Attorney's office and the CA Attorney Generals office. I strongly urge others to do the same. read more

Very poor service. Been a loyal TMobile customer for years with a family plan. Needed to replace my old phone in July 2024. An Asian guy sold me a new phone Android. I noticed he didn't know what he was doing until Crystal, the manager, told him that I could get a better deal at $600 (vs the $1000) and I don't have to trade my old phone back. Then she left the room. This Asian guy (whose name I think is Paul) continued to finish the transaction and without my knowledge, he messed up the whole monthly bill of our T-Mobile family plan. So I returned to the store because my sister was questioning the higher monthly bill. Crystal spoke to me and said to come back in 3 mos so she can fix the problem. She agreed that the Asian guy didn't know what he was doing. We made an appointment today 10/9/24. I called before driving to the store only to be told by Manny that Crystal no longer works at that location. What? Crystal did not even have the courtesy to call me and meet her at the branch she now works at. Manny said he'll talk to her. We were disconnected. I tried to call again at 5:40pm to follow-up but no one is answering the phone. Tried 2 more times. No one was picking up. Very poor service. I hope T-Mobile corporate reads this and correct the problem. read more

Do not go to this store if you need any problem solving. We were desperate since our account was on hold and the main account holder was traveling. we spoke to Jennifer, a store manager, who refused even to listen to our problem, spoke over....your bureaucratic nightmare . I understand that the scope of knowledge and action of store workers is limited. But you would at least expect a sign of understanding or at least regret that they cannot help....a human response... read more

I cannot say enough good things about Manny and the service he provided. He was personable, very knowledgeable and extremely helpful. After an awful experience with my former carrier of many years, I am glad I went to this store to make the switch. Highly recommend. read more

The service is great the system is better than most and the price is reasonable john helped me at the store great guy

Jose Urbina (didn't want to give me his name when I went back, but customer care gave me his name) kept my iPhone 13 Pro. I'm getting a $400 credit when he promised a $830 credit. When I called 611 - I was told he processed an iPhone XS !!! I know this is not a mistake. I know he keep my brand new iPhone 13 Pro. He also made me change my plan. I am now paying over $50 more than he promised. I will be escalating this further. read more

Yesterday night and this afternoon Me & my husband worked with Uriel he was extremely patient & very helpful. He didn't loose his patience however it did take sometime to get our phones connected but he stayed respectful and helpful throughout the whole process. Can't thank him enough for being so helpful & keeping such a great attitude during the process of the switch. If you're planning on switching to T-Mobile I would go to this location! Don't forget to ask for Uriel he's the best Thanks again for making it happen read more

Worst store ever been . Didn't want to help when it came to customer service. Just sat on the chair did nothing. Could care less if my service worked or. not. Avoid this store. read more

I walked into this store on Tuesday to return devices and solve a billing issue. I didn't have much hope that I'd get my billing issue solved because of past experiences at the local t-mobile corporate store near my house. I was pleasantly surprised. I didn't wait too long before I was helped. Julian listened to me respectfully and didn't give up. When the computer system had a glitch and didn't recognize the cell spot device I was returning, Julian found a way around it. He used outside the box thinking and emailed his regional manager to address the issue I had with a call center supervisor who had been unhelpful and unprofessional. Julian also made sure my next bill was adjusted to what it should be. His CAN DO attitude changed my mind about T-Mobile and made me rethink canceling my services. I will definitely return to this store if I need help with my cell phone service again. Now, it's on Julian's regional manager about the billing issue. I hope he will have the same can do attitude as juliresolve the billing issue so I see no further surprises on my bills. UPDATE (8/8/19) This update is about T-Mobile customer care phone center and not the store I gave a 5 star review to above. Back in June, a T-Mobile call center rep switched me to a $43/mo "grandfathered essentials plan" so I decided not to cancel my service. A billing cycle later, I find out my bill is almost twice as much as the prior month. I also discovered that the rep who claimed she switched me to the grandfathered plan had lied to me, promising me a cheaper plan, only to keep me a customer. To make me think she did so, she credited my account $43, so my next bill was only $40 but she'd actually switched me to the regular Essentials plan. It was the next billing cycle that i discovered my bill was $78. It's not okay to lie to long-time customers in order to keep their business. In fact, there are consumer protection laws addressing that practice. I'm going into the store tomorrow to cancel my service. read more

I have been a T-Mobile customer for nearly 15 years. I have stayed with them because of their customer service and affordability. Today was a rare event where I felt disrespected and lied to as a customer. I bought the new OnePlus phone today around 2 pm. The sales rep, Steph, was trying to sell me the phone even though I had already researched the phone. He had offered me the screen protector for the phone which would have unlimited replacements for free. He said verbatim"the phone needs a glass screen protector since the back is glass too for the wireless charging". That should have been the first warning sign. There are currently no OnePlus phones that have wireless charging out of the box. The OnePlus and T-Mobile site state that the phone comes pre-installed with a screen protector and a McLaren case. Which is why I had second thoughts about purchasing T-Mobile's screen protector. But the unlimited replacements changed my mind. I also had concerns with the battery life of the phone. I had read several customer reviews that the battery drained extremely fast. But Steph reassured me that, that was false. He guaranteed me that if I didn't like the phone he would even void the restocking fee. So I purchase the phone along with the T-Mobile screen protector. Steph removes the old screen protector and attaches the new one. He throws away the old screen protector along with the box that came with the new screen protector. I take the phone home to set it up myself since I am familiar with OnePlus. My previous phones were there OnePlus 3t and 5. I register my fingerprint and it registers fine. But at soon as I try to use my fingerprint to unlock the phone or an app, it does not read it at all. I play with the phone to see the app settings and try to re-register my fingerprint. Literally after 20 tries and 60 minutes later, I finally give up. I even googled on how to fix the fingerprint issue and the most answer posted that it was related to the screen protector. On top of this issue, the battery of the phone was another problem. It literally drains 1% every 2 minutes as I'm just typing on the phone. Everything is off except WiFi. I even set it to 60 hz refresh rate and turned off the ambient display to see if that would solve the problem, but it didn't. So I return to the store around 6:30 pm. Ivy and Abraham are there to assist me. I explain to Ivy the screen protector issue and even show her physically the problem. She plays around with it a for a few moments till she requests Abraham's help. Neither of them could figure it out until they remove the screen protector. I use my fingerprint to unlock and it finally worked. Unfortunately, there is no screen protector. So I asked Ivy can you try with another screen protector? She said no, because it would not read my fingerprint since the previous one didn't work. So I asked for a refund and to give me the original screen protector that came with the phone. She gave me the refund for the screen protector, but could not give me the original screen protector. She and Abraham said that it was already thrown away. So I asked them instead for a full refund for the phone since it was basically defective with the screen protector that they had provided. Abraham told me that I would have to pay the restocking fee even though I just bought it less than 3 hrs ago. I questioned him, on why I should pay for a restocking fee when the phone has no protection and you don't want to return the original screen protector that I paid for that they threw away. Abraham said that the phone was not defective and that this is a first case that they have ever had with the screen protector. That obviously was a complete lie, because I read several reviews online from the T-Mobile website about this exact same issue. I then asked them, why are you selling defective items when you know that customers are complaining about said item. You should probably take it out of stock. After all of this, they still refuse me my full refund unless I pay the full restocking fee. I feel like I have been duped and lied to just to make a sale. I was originally told from Steph that the restocking fee could be waived if I didn't like the phone. Then I get lied to from Abraham and Ivy about the screen protector and I wasn't even going to receive the original screen protector. This store obviously does not reflect the values and respect that I know T-Mobile for. Julian, Steph, Ivy and Abraham are just in it for the money. They don't care about customers. DO NOT GO TO THIS STORE!!!! read more

I may update this, but after about 7 years as a TM client with multiple phones, this particular store issued insurance on the wrong device, provided a cell phone screen cover that cracked in less than 30 days, did not provide the $50 credit the manager promised; and then my billing was changed without notice (3 lines) to not receive suddenly a $25 and change credit each month for the new Samsung just purchased on 12/24/22. Very disapppointed. The 611 reps make promises that the store seems to override (although updated in your client profile) The left hand does not know what the right hand is doing. I do NOT recommend TM any longer. read more

Absolutely horrid experience today. Fatima or Fatuma the supervisor was so sure that she was right that I couldn't upgrade yet I call 611 after we were done and guess what... she was WRONG. The other guy in there was breathing over my shoulder felt like I was going to get jumped or attacked. Came over and was watching our conversation. Very rude and very intimidating. This place will set anyone off with having no patience and willing to admit they are wrong. NEVER VISIT THIS LOCATION. If it was possible I would give a negative score! read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - La Jolla, California

Julian has the best customer service ever. He helped me get the new iPhone 11. He is very knowledgeable and efficient, he gives no pressure on buying things you don't want. Thanks for the great service Julian read more

Drove to this store to get a phone and was told their system to switch over a number was down. The kid that works here seems like he didn't care as to what happens or not. I left went to another store and asked if their system was down and was told nope. Definitely not the best way to do business. read more

Don't be me, Stupid Sandy!! June 2018 went in to replace my iPhone 7 with the 8plus. Easy easy, customer service was awesome. We were all over the place because there were promotions that were enticing me like the Apple Watch or a tablet for low cost or free. We discussed the tablet, the sales rep added it but in the end I declined not wanting the additional amount on my bill ( that I share with my son). Unbeknownst to me it remained on my bill, stupid Sandy trusted that all was well. I don't read my bill( that ends now! ) My son since moved and wanted to switch to Verizon so okay no problem..... A T-Mobile sales rep calls to discuss my bill, questions about the 3rd number that's never been used on my account?? I'm baffled, I had just recently saw the bill for the 1st time and noticed it too! Asked my son if he had a tablet? He never has, neither have I!! So since June 2018 I've been billed 15$ additional a month!! She could only credit me 30$, said I had to go to the store of purchase. Went there, no manager , had to go back, that's 2 trips out of my hectic busy schedule. The manager, Julian said he tried to get me my money back but after all this time and it being my fault for not recognizing this sooner that the best he could do was give me an additional 100$. This means that T-Mobile a multi million dollar corporation kept 147$ that was basically stolen from me. I'm in retail- small flower shop, we would never keep anyone's money that didn't rightfully belong to us!! Ethics here are unscrupulous. I will be canceling my service after I try one more time to speak to a sales rep at T-Mobile to let them know the results and the reason I'm leaving . I can't do business with a company that has no regard for taking people's money and when they KNOW THEY ARE WRONG, still don't refund the total amount!! It's clear the mistake came from them but yet it is my fault for not being aware!! So people I'm telling you, don't be a stupid Sandy!! Read your bill, know what you're paying!! Julian, did you have a good nights sleep? Wow, just wow. UPDATE-- I just got off the phone with T-Mobile. They refunded all of my money. He compensated me 50$ for my stress. My only complaint at this point is that the manager should have been allowed to do this! He was made to look like a jerk( even though he kind of was!) Julian you need to work on being a bit more compassionate, put yourself in my place! I'm happy that it's over and most of all that I got ALL OF MY MONEY BACK! I did try to reach out to your reply. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - La Jolla, California

On a recent visit, I upgraded a phone on my plan and my trade in ended up becoming a nightmare. They were so quick to take the old phone and rush me out of the store with minimum explanation of how it would reflect my account. After, constant back and forth dialogues, the process seemed to be a straightforward procedure and the receipt even indicated it would be credited to my account. However, the sale's person seemed skeptical about the whole trade in process and they asked their manager for clarification. The manager seemed to shun their employee off and said the trade in process was successful and I should soon see a credit on my account. That soon turned into a month and still waiting on the trade in value to reflect my account with some of it supposedly to be an instant credit. Moreover, two weeks into this dilemma, I went in to speak to an employee at the store, which the employee did not want to deal with after I told him the issue. His gestures and tone indicated he didn't have time for me more than his words and to wait for the next bill cycle to see a credit. The bill cycle came and still no credit for my trade in, so I went back in and had a manager (Jonathan if I recall) assist me. He sold me on his effort to get this sorted out, but in the process of this dilemma, we found out that the phone I traded in was still in the back room with a tag indicating that no one knew where it came from. The manager told me it was sorted out and the following week it would be processed from their end and I would see it reflected to my account. That following week, no credit to my account and when I called back, the manager that assisted me was conveniently on vacation and another employee told me it would be two months before I'll see a credit. This constant phone calling and visits to try and get my trade in processed has become a ridiculous circle of frustration. Besides, every time I've spoke to someone, they pass the dilemma to someone else, dialogue a longer time period and neglect to give me paperwork or a confirmation number of progress. At this point, I'm at the peak of switching providers because of their constant facades of what they call customers service, and honesty. In my perspective, sell your phone on your own, you'll get a better value and won't get dragged out by a lengthy five dollar return over countless bill cycles. Save the hassle of what I'm going through, it's not worth it. read more

Belinda was so sweet and helpful and so is the whole staff including Julian. I was amazed at how efficient they were. The store is very clean and brand new. Parking was easy to find with plenty of parking spots. What I thought would've taken an hour and a half to get done, which is how long it used to take AT&T, they were able to do in 10 minutes. I was very happy with their service and friendly demeanor. read more

T-Mobile Authorized Retailer - Belinda, the store manager is very helpful and fast. - Mobile Phones Near Me - La Jolla, California

I am dedicating this review to Alexandra. I came to T-mobile hoping to resolve an issue with the iPhone 12 that I received about a month ago. The phone would present an error connecting to cellular data to which it could not read the SIM card nor update itself, deeming it useless. Alexandra spent about 2 hours on the phone with technical support to troubleshoot the phone. However, regardless of the countless holds that she was put through, she maintained her patience with us and the extended faculty to resolve this matter. Although they weren't able to fix the problem with the phone, Alexandra was able to do a warranty exchange to which required an additional hour on the phone with Apple. She served as a great example as one who masters in the qualities of patience and kindness through complicated matters. Overall, Alexandra is the best T-mobile employee I've ever encountered to provide such considerate service. Thank you so much Alexandra, your efforts do not go unrecognized. read more

DO NOT GO TO T MOBILE IN LA JOLLA NEXT TO NORDSTROM RACK. I went there to have my new iPhone set up, and the guy (I never got his name) told me I needed to charge up the new phone to 100% before he could set it up, and to come back around 6pm, as they were open til 8pm. I get there, just as this same guy is closing the store 2 hours early. He said it was due to coverage, and to come back in the am. HUH???? Weren't you the guy who told me to come at 6? So I go back this am, and after standing there for a good 45 min, as he's trying to begin the set up, he tells me there is a system error and he can't set up the phone, but that I could go to another T Mobile store and they could do it. HUH??? He did not know how to do it, but didn't have the courtesy to tell me that; just like he told me to come back at 6, just as he was closing. I am a sprint customer for 20 plus years, and this was my first experience with T Mobile. Never, would this have happened at Sprint. This man is very unprofessional, and inexperienced, and he falls shy of telling the truth. Not the kind of place I would ever do business with again, and if this is indicative, of how my service will be, I will be finding another, more reputable carrier. I never usually write reviews unless they are good, but this experience was over the top, & it cost me alot of time, and frustration. If I can save someone else the aggravation, I will. In closing, I went to the T Mobile on Garnet, and ERIC is a rockstar, professional, like you see at the apple store. GO TO THE T MOBILE ON GARNET read more

The service at T-Mobile on Villa La Jolla is amazing. Zero wait time and Fatima makes upgrading a phone so easy. Excellent service. Thank you Fatima! read more

I wish I had read the reviews before I went into this store. The first time I went in was at night time and the lady was very knowledgeable, professional and very caring. She actually looked at my contract and said my warranty was still valid and I would only need to pay $5 for a replacement phone as opposed to $100. We did everything to get me a replacement phone and I left the store very appreciative and happy. One week later, I go to pick up my phone and the store was packed. Waited in line for about 15 minutes then decided to come back at a later time. Came back after 1 hour and same story, long line. Came back a third time 2 days later, line was short but the lady that helped me with my phone was very poorly trained, she did the transfer and only 3 contacts were transferred. 1.5 hours later, I still had files missing (pictures of my 5 year of daughter's first bath, first steps, voice recordings i.e. her first giggles, etc...). I know everyone is short on help these days due to COVID but in this instance, she was helping other customers and letting the transfer happen on its own without checking anything. I left her know that there were files missing and she said we had to re-do everything again. I told her that I had been there for 1.5 hours already and needed to go pick up my daughter from school at that point so I couldn't wait again for another transfer try. I asked to speak to the manager. She continued to help other customers. I waited another 10 minutes then the manager (Christine) who was helping someone else came to talk to me. She said that I had too much saved on my phone that I needed to re-do the transfer and that people need to put 4 hours aside for this type of transfer so come back or she will wipe my phone and send it off. She proceeded to wipe my phone. I walked out in tears. Customer service really needs to become a priority at this store. Also it would help if people were trained properly in the first place. Not going back to this store unless I want more of my precious files deleted permanently. read more

I just received excellent and fast service from Julian, the manager. There were 2 other customers before me yet he acknowledged my presence and said he will log me in shortly. Then he solved my phone problem quickly and he's so professional too. What an asset to T Mobile read more

This is one of the best phone stores ever yes their deals aren't too great but unlimited works well and 4g/lte works good too

After feeling disappointed from Verizon service, Luis was very helpful, polite and answered all of my questions that I had. Definitely five stars guys. Best customer ever. read more

I went in this morning to switch my line over from Verizon. The store is new, clean and barely any foot traffic so I didn't have to wait at all. Staff were very friendly and quick- I was afraid it would be complicated but I was in and out in 20 min. I did have some service issues later in the day, but I called T-Mobile, got a rep on the line almost immediately, and it was solved within a few minutes. I'm glad I switched! read more

Theo was such a great help and answered all my questions perfectly. Definitely will go back to him if I ever need help again !

I went to this T mobile location and was met with a great staff! Their manager Belinda was very helpful and answered all of my questions. I will definitely recommend this store before any other location. read more

Went to this store on Black Friday 2017 to switch my service from Verizon and take advantage of their buy one iPhone get second free with activation. Assistant manager Julian was helping us but unfortunately they were out of iPhone 8 phones until Monday. He gave us a written breakdown of payments and charges for both phones and promised to call Monday when they get the shipment. I contacted him Tuesday when he failed to call and was told they have the phones but the promotion ended Monday and there is nothing he can do. When I asked him why he did not call the day before he simply said he forgot. Non apology and because of him, no customers for T-Mobil. Lou read more